Audiences
The lists a campaign can be pointed at, with honest resolved recipient counts.
An audience is a list a campaign or sequence can be pointed at. The page exists to answer one question honestly: how many people would actually receive this?
Audiences are Growth and above.
In this guide
- Getting to the page
- Rows on file vs resolved recipients
- Source kinds
- Creating an audience
- Importing
- Re-counting
- Deleting
- Troubleshooting
1. Getting to the page
Click Audiences in the Marketing section, at /client/audiences. It sits between Templates and Campaigns because that is the order the work happens in: write a template, build a list, mail it.
2. Rows on file vs resolved recipients
Every list shows two numbers, and the difference is the point of the page.
| Number | What it is |
|---|---|
| Rows on file | How many records the list holds. |
| Recipients | How many would actually be mailed — after opt-outs, hard bounces, deduplication and the frequency cap. |
The resolved figure is the headline. It is computed live, by actually resolving the audience, not read from a stored tally.
This is why the page exists. Showing "rows on file" labelled as "recipients" is how somebody sends to 4,000 people believing it is 400.
A size that fails to resolve shows a dash, never a zero. "0 recipients" is a number people act on; a count that could not run is not evidence that nobody is there.
3. Source kinds
| Source | What it draws from | Status |
|---|---|---|
| Static | A fixed list you uploaded or built. | Available |
| CRM leads | A live query over your leads. | Available |
| CRM contacts | Your contacts. | Declared, not yet built |
| CRM deals | Deals matching a filter. | Declared, not yet built |
| Lead sourcing | A sourcing list. | Declared, not yet built |
| Form submissions | People who submitted a form. | Declared, not yet built |
| Bookings | People who booked. | Declared, not yet built |
The unbuilt kinds are listed rather than hidden, and they fail loudly by name at send time rather than resolving to nothing — an empty result would read as "nobody matched", which is a much worse failure than an error.
4. Creating an audience
New audience takes a name and a source kind. A static list is then populated by import; a CRM leads list is defined by a filter and stays live as leads change.
5. Importing
Upload a CSV and map its columns. Imported rows go through the same identity resolution as Contacts, so importing a list you have partly spoken to already does not duplicate anyone.
6. Re-counting
The refresh control next to a list re-runs the resolution. Use it after an import, after an opt-out wave, or before a large send.
7. Deleting
Deleting a list removes the list, not the people. Contacts, leads and their history are untouched.
8. Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| Recipients is far lower than rows on file | Opt-outs, bounces, duplicates and the frequency cap | This is the correct number to plan against |
| Recipients shows a dash | The resolution failed | Re-count; if it persists, contact support |
| A send failed naming a source kind | That kind is declared but not built | Use a static list or a CRM leads list |
| An imported list resolves to almost nothing | The email column wasn't mapped | Re-map and re-import |